Over the past 18 months, Bike Services UK has grown exponentially. Our no box bike delivery service continues to disrupt the market and garner interest from independents to multi-site retail chains seeking an alternative to the traditional courier model. That growth has created a demand on our team which now requires further investment in technology to create even more capacity for growth and ensure the customer experience remains as good as it always has.
Customer Relationship Portal
Due to the volume of emails we now receive, we’re investing in a state-of-the-art CRM system which will give us the ability to streamline our customer comms and automate workflows.
Customers will be able to enjoy an online portal which will allow them to contact us directly and see any orders they have placed with us. This will be particularly useful for customers that regularly ship bikes with us.
All communication will be automatically handled, assigned and dealt with and with a robust SLA in place, anything that is due to become overdue will be escalated and dealt with. No more delayed emails.
Repetitive manual tasks will be handled automatically based on trigger-events freeing up time so our team can focus on the real job at hand. Planning collections, deliveries and answering customer queries in a greater number, more often.
We think this will be a massive win for our customers.
Customer Communications
We’re currently looking at boosting our customer comms to enhance the great service BSUK customers already receive. At the moment, unless we call, we rely on email to contact customers for most of our transactional status updates. However, occasionally an email address can be entered incorrectly and those pro-active updates get missed. Our plan is to enhance our comms strategy by adding SMS/RCS/WhatsApp messaging to backup our emails.
We think this will enhance our service and demonstrates our commitment to our customer experience.
